We are Wales Millennium Centre - Fire for the Imagination
Role Title: Customer Relations Assistant (Bilingual)
Salary Bracket: £19261 (Based on Full Time Hours)
Closing Date: 22 February 2023
Please note that applications via Indeed will not be accepted.
To apply for this role and to find out more about what we do at WMC, please visit: Careers and jobs | Wales Millennium Centre (wmc.org.uk)
About WMC/Our Department:
The Customer Relations Department is the first point of contact for all those that visit Wales Millennium Centre. Our department is responsible for answering all customer enquires via our phone, emails, web chat service in the Contact Centre in person at our information point located front of house. On a daily basis we offer customers guidance on what to do and see at the Centre; as well as how to use of our self-service tools on our website, help those with accessibility needs and raise customer awareness of our charity aims and community work.
Innovation is important to us and a big part of the work we do in the Customer Relations team. Within the last few years, we have launched e-tickets, online ticket exchange service, web chat and enabled Group bookers to edit and pay for their bookings online.
With the next few months, our innovation continues as we are working on improving our Group Sales services by introducing reservations online. In collaboration with our Customer Experience and Food & Beverage team, we will be preparing for the opening of our new front of house area and ensuring we deliver great customer service.
About the Role and Responsibilities:
This is an exciting time to work to be part of the Customer Relations team. Ahead of the opening of our new Front of House area, we are looking for innovative colleagues/candidates to feel empower to provide feedback and new ideas to improve the customer service journey.
As a Customer Relations Assistant, you will report to our Customer Relations Supervisors in our Contact Centre helping to run and maintain our daily operations on site. Your job will include:
- Using our Customer Relation Management system (Tessitura), Web Chat Service, Phone and Email system to communicate, process customer information and services,
- Supporting the Customer Relations Management team with the audience incoming for shows,
- Using your interpersonal and communication skills to assist our customers via our various communication channels,
- Working as part of the operational team with our Customer Experience team and Food and Beverage team,
- Working alongside other departments, including our Marketing and Digital team, Community, Creative Learning and Finance.
What’s in it for you?
- 33 days of annual leave including bank holidays, plus the opportunity to buy or sell up to 5 days annual leave each year
- 8% Company contributed pension (for your 3% contribution)
- Enhanced maternity, paternity, adoption, and shared parental leave (subject to length of service)
- Health cash plan: receive money towards dental and optical care, complimentary treatments such as chiropractic, osteopathic and acupuncture treatments.
- Medical Assistance membership which includes remote access to GP, counselling, and physiotherapy sessions
- Employee assistance programmes which include access to support services for legal, financial, and family concerns
- Life assurance of 4x annual salary.
- Opportunity to apply for tickets to productions
- CLWB – Our employee social group
- NEWID – our Equality, Diversity, and Inclusion networking group who meet monthly to discuss new ideas and training opportunities to improve all aspects of employment at WMC.
- Free access to learn Welsh online
- £5 all-day parking available on working and non-working days.